Customer Service Advisor – Derby

Job purpose

Responsible for day to day account / contract management and customer communications to ensure the service provided to our customers is maintained to the highest standard and in accordance with Service Level Agreements (SLA) and Key Performance Indicators (KPI).

Source and nature of management provided

Customer Services Manager (Line Manager)

Group Customer Service Manager

Staff Management Responsibility

Nil

Special Conditions

Monday – Friday 25 hrs 1.30pm – 5.30pm

Access to own vehicle required owing to workplace location

Main duties and responsibilities

HR Responsibilities

1 Provide a positive and encouraging atmosphere at all times to ensure all staff work to the best of their abilities.

2 Uphold corporate values. Responsible for providing a positive and encouraging atmosphere at all times to ensure all staff work to their best abilities.

3 Working with all members of staff to maintain and develop a positive progressive culture within the business.

Health and Safety Responsibilities

4 Support, comply and ensure complicity with Health, Safety and Environmental regulations, the company handbook, Quality standards and all other company policies and procedures.

Quality Responsibilities

5 Ensure all processes are adhered to.

6 Ensuring that all activities meet or improve on budget, cost, volume and efficiency targets (KPIs).

7 Compile daily reports (Delivery / Status reports, stock reconciliation reports and variance reports.

8 Collate daily delivery / status reports and book returns.

Operational Responsibilities

9 Day to day running of customer accounts, responding to customer queries in an effective and timely manner.

10 Processing of daily outbound and inbound freight movements through WMS and TMS systems.

11 Ensure all internal schedules are updated and communicated effectively throughout the business and relevant inbound information is provided to customers.

12 Ensure all freight movements are rated correctly to assist in the timely invoicing to customers for services provided.

13 Complete all administration tasks to the highest standards and in line with the customers SLAs and internal processes.

14 Communicate effectively with other departments to ensure all deliveries and returns are made and any failures are reported to the customer.

15 Report any failed deliveries or discrepancies in order to investigate and / or rectify as required.

16 Ensure all paperwork is accurate and provided in a timely manner.

17 Provide information and support where reoccurring stock issues occur to the Inventory Systems Manager to help investigations and rectification.

18 Provide information and support to the warehouse and inventory team through system variance reporting and physical stock takes.

19 Enter data for customer KPIs for internal and external communication, collate, distribute and present KPI information as required.

20 Support, comply and ensure complicity with Health, Safety and Environmental regulations, the company handbook, Quality standards and all other company policies and procedures.

You will from time to time be required to undertake other duties of a similar nature as reasonably required by your line manager. You are required to follow all ATL policies and procedures at all times and take account of ATL guidance.

Criteria: Qualifications and Training

Essential

  • Qualified to GCSE Level in English and Maths (or equivalent)

Desirable

Logistics or Business related Degree

Criteria: Knowledge and Experience

Essential

  • Knowledge of Warehouse Management Systems
  • Knowledge of Transport Management Systems
  • Customer Service experience within a Transport or Warehouse environment

Desirable

Account / Contract management experience

Criteria: Skills and Aptitudes

Essential

  • Proficient in the use of MS Excel, Word, Outlook and Power Point
  • Ability to make decisions
  • Ability to question, challenge and improve upon existing processes
  • High level of honesty and integrity
  • Flexibility and the ability to adapt to changing circumstances
  • Resilience with an ability to keep calm under pressure and continue to follow the correct processes even under difficult circumstances
  • Willingness to build strong interpersonal relationships with team members and other departments
  • Desire to further a career within the Transport and Distribution sector.
Job Type:

Part-time, Permanent

Experience:

Customer service with a Transport or Warehouse environment: 2 years (Preferred)

Education:

GCSE or equivalent (Preferred)

Licence:

Driving (Required)

Job Location:

Derby, Derbyshire (Preferred)

 

Apply Now– download the application form and send it to 

careers@atl.co.uk

No recruiters please, unless you are on our approved supplier list.